KSA Customer Support: How to Offer the Best Call Center Services in The Region

The Kingdom of Saudi Arabia (KSA) is an oil-based economy holding the largest share of petroleum reserves the world over. Apart from oil, the region also delves into other revenue-generating sectors like real estate, construction, healthcare, education, tourism, manufacturing, telecom, etc., with foreign investments. The monarchy encourages these non-oil businesses to lessen their dependency on the oil sector due to fluctuations in its market.

With the boom in internet services, KSA has also kept itself abreast with the new digital revolution. There is automation in every section- from governmental to private- to provide the natives enhanced services. Arabic is the principal language of the region-spoken as well as official. It becomes all the more necessary to have a workforce proficient in the Arabic language. 

It is no wonder then that customer services in the Kingdom should invest in multilingual or bilingual call center services for the provision of the Saudi customers.

If you have to appease the Saudi customer base, it is crucial to have KSA customer support that appeals to them. With the majority of the population speaking Arabic with its usage in official discourse and business circles, customer service outsourcing in the Arabic language becomes necessary more than ever.

For state-of-the-art customer services, you have to follow specific best practices. A stellar bilingual call center service customized as per the regional peculiarities would go a long way in establishing your business in the region.

1. Before offering support, you have to understand the cultural distinctions and nuances of the Saudi population. People in the Saudi Arabian region follow certain societal norms, and you have to maintain the same. Saudi natives give importance to honor, which reflects in their day-to-day social conduct. They expect graceful social behavior with a non-aggressive approach. The religion of Islam is the guiding force in their everyday activities. It is crucial to understand these social and cultural refinements of the people for thorough customer service in the region.

2. Ramadhan is a very sacred month for this Muslim-dominated country. All the regular activities- day to day or business are altered according to the holy month. It is mandatory to have lesser work hours with no effect on the payments and salaries of the employees. As a customer service outsourcing company, it is crucial to acknowledge this vital religious information and incorporate it into your services. You need to comply with the operations as per the rules set during the month of Ramadhan.

3. For a successful run of your KSA customer support center, you have to rely on the services of expert expat managers. Saudi labor laws are sophisticated, and thus, there is a need for these expat managers. They have the necessary expertise, knowledge, and experience working in the Saudi region. They know, in and out, the business complexities pertaining to Saudi Arabia. Their skills can help establish your enterprise the best among the lot in the kingdom.

4. You have to understand and be well-versed with the requirement of each business you work for in the region. KSA has a unique business temperament, and as an outsourced vendor, you have to make your teams aware of that. When their peculiar business needs are understood, it becomes easy to provide customized call center services. Moreover, being flexible is the key to success. As a customer service outsourcing company, you need to offer easy and scalable call center solutions. You ought to have a ready staff for upscaling and downscaling needs of the concerned business., especially during times like Ramadhan. It is a time of extensive retail and requires 24/7 call center support.

5. Bilingual call center support is a must if you want to operate in Saudi Arabia. Most of the population speaks the Arabic language. And it thus becomes mandatory to have customer services in the native language. Agents should be acquainted with the language, dialectal differences, and customs of the Saudi people. You should train your staff in interpersonal skills, etiquette, local traditions, and nuances for a customer service that is class apart from the rest.

6. In addition to bilingual support, automated software and tools are necessary to provide superior customer service. You should ensure that your call center systems are up-to-date with the latest technology and tools. Secure systems, integrated CRM, Automated Analytics, translation tools, etc., are necessary to ensure the best KSA customer support services.

7. Amongst all the best practices, you have to be aware of the recently introduced Saudi Nationalization scheme. It is mandatory to recruit the local Saudi population as representatives for customer care jobs. This step is necessary for generating employment opportunities for the youth in the region. For successful operations, hire a local talent pool as customer agents, whereas you maintain off-shore and backend operations for smooth customer care services.

Follow these best practices when dealing with the Saudi customer base and see your business grow each day. A customer service outsourcing company that speaks the language of the nationals respecting their cultural practices will ensure to deliver excellent customer care support. And with happy customers, a business is bound to see exponential growth.

Outsourced Call Center Services for Effective Healthcare Management

Healthcare services are the most engaging sector as it daily caters to people struggling with health issues.

People working in this sector are also under duress as it is demanding work to manage patients, bookings, appointments, and other related work. On top of that, people undergoing health issues need a patient, empathic approach. Moreover, they require and expect superior care than most people in other sectors.

What is then necessary for the healthcare sector is a bridge to connect patients and hospital services for effective management. And, that can be provided with Outsourced Call Center Services.

Yes, you heard it right! The Healthcare sector also needs management where patient sensitivity is the priority and, where customers call to get the relevant information with swiftness.

Below, we have curated the benefits of Call Center Outsourcing in healthcare sector:-

1. People calling to hospitals for information, need quick services since it pertains to the health of their loved ones. They also need patient listening with a humane approach. Agents working at call centers are proficient in listening and, have an empathic attitude. They help allay the fears of anxious patients calling in for services and provide them with accurate information to get prompt support and care.
2. Outsourcing customer services is a partnership between your hospital and the service provider. They lessen the workload of in-house staff to a large extent. Front-desk staff at hospitals are already overwhelmed with patients and requirements of doctors, and nurses working there. Call Center Outsourcing staff help hospitals manage incoming and outgoing calls. They are adept in assigning patients to the concerned physician with custom calls. With specialized training for each healthcare niche, they follow all the compliance measures specific to your hospital. With their dedicated approach, they strengthen patient care at each step.
3. The maintenance of records in the hospital sector is quite crucial. Outsourcing customer services have the added advantage of up-to-date technological solutions. They have access to advanced software and tools to manage calls, patient records, scheduling tasks, rosters, patient-doctor appointments, medicine vault, medical procedures, upcoming medical events, etc. They also oversee a database of doctors and specialists for easy referrals. In addition, they maintain data related to patient complaints and disputes for possible future escalations. They also monitor and record incoming and outgoing calls to evaluate the performance of call center agents. They hire dedicated IT teams to manage these Avant-Garde systems for safety and data breaches.
4. The health care sector is a 24×7 service. It involves an ongoing commitment that requires all-time support. In-house staff are already over-burdened with sleepless nights and changing shifts. It affects the work output of hardworking employees. For better outcomes in patient care and revenue generation, it is a viable solution to let Outsourced Call Center Services handle your customer care. They provide 24- hours support without any break as they have agents available for different shifts including, after-work hours. This arrangement does not let your hospital services suffer. Moreover, easy-to-scale staffing solutions help with the sudden rush in patient care like in the times of disasters like COVID-19.
5. Call Center Outsourcing companies handle both inbound and outbound calls for hospitals and health centers. They offer several hospital support services that only progress your healthcare enterprise each day. They provide appointment services to track patient inrush. They also manage patient follow-ups, custom prescriptions, admissions, discharges and, Mediclaim cases through automated processes. Call centers also have Helpdesk support to strengthen internal communications between different departments and sectors in the hospital administration. Outsourcing customer services thus let the hospital staff focus on patient care with efficiency. With such wide-ranging services, call centers ensure the healthcare sector be more patient-centric and organized.

The Healthcare sector requires dedication and experience. And Outsourced Call Center Services provide you the same. But, before you choose a partner for your hospital management, make sure they fulfil all the requirements for the maintenance of customer support for your enterprise. With the right Call Center Outsourcing partner, patients will receive the care they expect from you and, your hospital will gain the reputation you desire.

What are the Qualities of a Successful Bilingual Call Center?

A Bilingual Call Center offers a more personal approach towards customer care. Customers are appeased best when the conversation starts and ends in their language. It makes them comfortable and at ease while addressing problems. When there are no language barriers, customers put more trust in your company. So for the long-term success of your business, you need to contact a Call Center Outsourcing Company with Bilingual support of both English and a native language.

A Bilingual Call Center also ensures low attrition rates because, with a custom approach towards customer care, your customers remain loyal to your brand. They, with time, become your proponents with genuine recommendations to friends and family. A word of mouth praise from your customers is the pinnacle your brand could achieve.

What will help you achieve the goal of a successful Inbound Call Center Outsourcing company with bilingual support?

1. Listening to your customers is the key to success. What differentiates a good call center from the bad is the quality of listening. When you put yourself forward and listen to the grievances of your customers, you are already a step ahead of your customer service game. So make it a priority to have a custom individual approach with practical solutions for your customers.
2. Be available on all the customer care channels while interacting with your customers. These channels include phone, email, Social media, chat, and even SMS. A good Call Center Outsourcing Company knows how to leverage communication channels for superior customer care.
3. Scripted communication will always backfire. Make sure your agents talk to the customers in a humanizing and empathic tone. When you show genuine care to customers, it reflects your ethics of how valued your customer is.
4. Maintain a balance of professional behavior with a cordial, affectionate tone. Being warm and responsive creates a healthy bond with your customers. But you have to behave with professional etiquette at the same time so that you provide solutions to them while addressing their concerns in a friendly manner.
5. Advanced software and tools will go a long way in establishing the reputation of your Call Center Outsourcing Company. With advanced tech in place, agents can perform seamless performance. They ease the management and access to customer data. This, in turn, helps to cater to the customers with professional efficacy.
6. For superior Inbound Call Center Outsourcing, it is mandatory to have regular training sessions with the agents. Apart from initial training at hiring, you should time-to-time provide an upgrade to the knowledge base of your agents. It can be achieved through regular meetings, symposiums, webinars, and discussion panels to enhance their customer services proficiency with each passing day.
7. You should be in sync with your management that handles different aspects of customer care. It will help to analyze, both the weak and strong areas of the services provided by you. With the right tracking of your management and agent performance, you always stay up-to-date in your work and be ahead than your peers.
8. You should always maintain your reputation. If you have promised your partners to be the best Call Center Outsourcing Company, then you have to prove it with your services. Remember, honesty always pays in the long run. When you deliver what is expected of you and stay true to your work commitments, you are going to be the best among the lot.

For seamless service and customer care, LiveSalesman is always at the forefront in Inbound Call Center Outsourcing. We provide Bilingual Call Center services to some of the best businesses out there. It is the most cost-effective way to enhance your customer care and achieve your business goals. Do give us a call and get an in-depth view of the services we offer in customer care solutions.